SOO Army HR Intelligent Engagement Platform Final 12 AUG 2025 (2).pdf

Army Human Resources

(HR) Intelligent

Engagement Platform

Statement of Objectives

12 August 2025

Integrated Personnel and Pay System –

Army (IPPS-A) Project Management

Office (PMO) / Product Manager (PdM)

IPPS-A Increment II

Table of Contents

1.0 Purpose

2.0 Background

3.0 Scope / Mission

4.0 Period of Performance / Place of Performance

5.0 Solution Objectives

1.0 Purpose

The purpose of this effort is to develop and deploy an Army HR Intelligent Engagement

Platform, a conversational Artificial Intelligence (AI) platform that provides Soldiers with

24/7 self-service functional HR support, reducing administrative friction, improving the

Soldier experience, and enabling HR professionals to focus on higher-value tasks throughout the enterprise. The capability will serve as a single point of entry for HR-related information, policy, guidance, governance, and task initiation across the Army

Human Resources ecosystem.

2.0 Background

The current fragmented approach to Army HR service delivery at Tier 0 (self-service) across systems and commands results in inefficiencies, delays, and a suboptimal experience for Soldiers and civilian personnel. This concept proposes an intelligent engagement layer that provides a unified, secure, and user-friendly interface to enable the construction and alignment of various agents to access authoritative HR systems through Single Sign-On (SSO) and open APIs. This layer will empower agents to efficiently answer questions, update data, and resolve issues, leading to improved service delivery, reduced costs, and increased Soldier satisfaction.

3.0 Scope / Mission

The HR Intelligent Engagement platform will:

• Deliver automated, on-demand HR assistance through a secure, intuitive, and user-friendly interface accessible via web, mobile, and Army-authorized environments.

• Integrate and interface with existing authoritative data systems and HR processes, providing accurate and policy-compliant support for a broad range of use cases (e.g., Permanent Change of Station (PCS), records updates, evaluations, assignments, promotions).

• Operate as a learning system, capable of improving over time based on feedback, usage data, and updates to HR policy or structure.

• Support the Army People Enterprise in its mission to modernize service delivery, enhance digital access to HR services, and increase readiness by returning time to the force.

The platform will prioritize Soldier experience, data fidelity, scalability, and compliance with Army cybersecurity and privacy standards.

4.0 Delivery Schedule

• Delivery: The Government will be contracting in an agile schedule. The

Government wishes to conduct phases 1 through 4 in no later than 12 months.

• Options to increase supplies: The Government reserves the right to consider options to integrate a larger scaled solution.

• Place of Performance: Contractor facilities with coordination through

Headquarters, Department of the Army Personnel (HQDA) G-1, U.S. Army

Human Resources Command (HRC), and other Army HR stakeholders. Secure development environments and Army-authorized hosting must be used In

Accordance With IL5+ requirements. IL5+ environments shall comply with

FISCAM/FISMA and applicable DoD Policy, guidance and regulatory standards.

5.0 Solution Objectives

The selected solution shall:

1. Provide 24/7 Self-Service AI/Automation Support for Army HR Services o Deploy a secure, scalable to the whole of the Army enterprise (current size is 1.1M users) AI engagement layer for chatbots, agents, virtual assistants, and other automation efforts accessible globally, across all time zones and duty environments.

o Enable instant access to answers for high-volume queries (e.g., promotion eligibility, leave policy, assignment instructions, policy/Military Personnel

(MILPER)/All Army Activities (ALARACT) questions, Record of Emergency

Data (DD93)/ Servicemember Group Life Insurance (SGLI) updates).

2. Support 5–10 High-Impact Use Cases at Launch o Prioritize use cases with high frequency, administrative burden, or readiness impact (e.g., PCS processing, Noncommissioned Officer

Evaluation Report (NCOER)/Officer Evaluation Report (OER) timelines, benefits elections).

o Design conversational flows that reflect official Army HR policy and procedure.

o Enable instant access to answers for high-volume queries (e.g. promotion eligibility, leave policy, assignment instructions, policy/Military Personnel

(MILPER)/All Army Activities (ALARACT) questions, Record of Emergency

Data (DD93)/Servicemember Group Life Insurance (SGLI) updates).

3. Integrate with Authoritative Data Systems o Leverage Application Programming Interfaces (APIs) or structured data access to systems such as Integrated Personnel and Pay System-Army

(IPPS-A), the Army Service Center, Army Training Information System

(ATIS), Vantage, etc.

o Ensure authoritative sourcing of answers and promote consistency across

HR channels.

o Capable of being integrated in a commercial cloud environment (IL5).

o Authoritative data systems are hosted in secure, Army-authorized environments. Specific Cloud Service Providers (CSPs) are not disclosed.

4. Implement robust security measures to protect sensitive data Enable Secure

User Authentication and Role Awareness o Support Common Access Card (CAC)/Secure sign-in and recognize user role/context (e.g., Soldier, HR Professional, Commander) across systems for tailored assistance.

o Leverage existing Army identity management systems for SSO authentication (e.g. CAC integration, DS LOGON) o Ensure compliance with DoD cybersecurity standards and PII handling protocols.

5. Include Feedback, Analytics, and Learning Capabilities o Capture user feedback to improve future responses and identify emerging gaps or trends in HR service needs.

o Provide usage analytics dashboards to stakeholders for process improvement and service monitoring.

6. Use Modular and Scalable Architecture o Conversational AI platform that is flexible and extensible; capable of adding new or changing existing use cases and user personas over time.

o Ensure interoperability with emerging HR systems and enterprise IT modernization plans.

7. Promote Soldier-Centered Design and Accessibility o Adhere to user experience (UX) best practices and accessibility standards

(e.g., Section 508).

o Conduct periodic user testing with Soldiers and HR professionals for validation and refinement.

8. Demonstrate Return on Investment (ROI) Through Time Savings and Call

Deflection o Provide metrics and evidence of time returned to Soldiers and reduced burden on HR personnel through task automation and call center deflection.

o Provide assessment of data integration and validation to ensure HR information is accurate and up-to-date o Include sustainability and transition plan for long-term Army ownership and sustainment.

9. Sustainability o Offerors proposed solution shall not degrade performance, availability or sustainability of any systems being integrated into the IPPS-A HR

Platform.

10. Tier 0 Resolution Target o Vendor shall present the best time to resolution for Tier 0 as solution shall be able to reasonably yield positive results without impact to operations.